Service Delivery Manager
Company: Simplify IT A-Z
Location: Phoenix, Arizona (Hybrid / In-Office as required)
Reports To: Director of Operations / Leadership Team
Role Summary:
The Service Delivery Manager (SDM) owns the day-to-day execution of IT service delivery, ensuring clients receive consistent, high-quality support while internal teams operate efficiently and with accountability. This role bridges technology, people, and process, operating within an EOS® environment to drive clarity, traction, and continuous improvement.
The ideal candidate is technically fluent, operationally disciplined, and leads with a servant-leader mindset; someone who can see when things arent working, fix the system, and support the team in doing their best work.
Key Responsibilities:
Service Delivery & Operations
- Own daily service delivery across all clients, ensuring SLAs/SLOs are met or exceeded.
- Manage service workflows and ticket lifecycle using Halo PSA, ensuring accurate prioritization, escalation, and documentation.
- Leverage NinjaOne (NinjaRMM) for monitoring, alerting, patching, and proactive remediation.
- Identify recurring issues, trends, and risks; implement guardrails to prevent repeat incidents.
- Ensure escalations are handled consistently and professionally, with clear communication to clients and leadership.
Process, Metrics & Continuous Improvement
- Operate service delivery within EOS®, aligning with:
- Rocks, scorecards, and Level 10 priorities
- Clear ownership and accountability
- Documented processes and IDS (Identify, Discuss, Solve)
Lead weekly escalation and service review discussions:
- What went wrong
- Why it happened
- What we will change so it doesnt happen again
- Track and improve KPIs including ticket volume, MTTR, SLA compliance, CSAT, and technician utilization.
- Ensure SOPs and knowledge base documentation are current, usable, and enforced.
Leadership & Team Development
- Lead, mentor, and develop service desk and technical staff through accountability, coaching, and support.
- Promote a culture of ownership: say it, do it, own it.
- Lead by example: be present, reliable, and willing to jump into tickets when needed.
- Balance trust and verify—empowering the team while ensuring standards are met.
- Foster open, blame-free conversations focused on learning and improvement.
Client Experience & Communication
- Act as an escalation point for service delivery issues, ensuring timely resolution and clear communication.
- Build trust with clients by aligning service delivery to business outcomes.
- Participate in service reviews and internal planning to ensure expectations are set and met.
- Proactively identify issues before customers feel them.
Required Qualifications
- 5+ years of experience in IT service delivery, service desk management, or MSP operations
- Strong working knowledge of:
- Halo PSA (ticketing, workflows, reporting)
- NinjaOne / NinjaRMM
- Proven ability to lead teams with accountability while maintaining morale and culture
- Technically fluent enough to assess service quality, escalation paths, and operational health
- Experience operating within structured frameworks (EOS®, ITIL, or similar)
Preferred Qualifications
- Experience scaling or managing growing service teams
- ITIL Foundation or equivalent service management certification
- MSP background supporting multiple clients and environments
- Familiarity with EOS roles, scorecards, and quarterly planning
What Success Looks Like
- Predictable, reliable service delivery with minimal repeat incidents
- High technician engagement and clear ownership across the team
- Consistent SLA performance and improving customer satisfaction
- Clear processes, clean data in Halo PSA, and proactive use of NinjaOne
- Leadership that inspires people to do the right thing—not because theyre forced to, but because they believe in it
